HSBC Trials Bot-to-Bot Interactions With Other Symphony Users

The bank's securities services arm increased efficiency with chatbots, and is now having interactions with clients—without human involvement.

Robot

HSBC Securities Services (HSS) is seeking to improve customer experience with chatbots. Through the messaging platform Symphony, the firm has been able to facilitate a chatbot-to-chatbot interaction that is handling customer problems independently of humans.

After first using Symphony internally, HSS rolled out the new chatbot externally last year. Stephen Bayly, global head of securities services technology at HSBC, says he has seen a dramatic difference in the number of phone-related queries

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